Global customer service operations are undergoing a dramatic transformation as generative artificial intelligence takes over routine support tasks, prompting companies to reduce staffing and reshape their workforce.
According to a Bloomberg report, leading companies including Commonwealth Bank of Australia, Microsoft, Uber and Hyatt Hotels have already downsized customer service operations, eliminating thousands of jobs worldwide as AI-powered chatbots and voice assistants become increasingly capable of handling customer inquiries.
Nearly half of customer service roles at risk
A report by research firm Forrester projects that almost 50% of customer service positions will be affected or automated by 2030, as businesses accelerate the adoption of AI to reduce labor costs and improve efficiency.
Microsoft has reduced its customer support workforce from 50,000 to 40,000 employees in recent years, with company executives saying the changes have generated annual savings of approximately 0 million.
